Service Coordinator

Scania Nederland B.V.; Shah Alam; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading transportation solutions provider in Shah Alam, Malaysia is looking for a customer service coordinator to manage cases from initiation to resolution. The ideal candidate will have at least 4 years of experience in the trucking industry or a technical role, exceptional communication skills, and a strong IT background. This position involves 12-hour shift rotations and requires compliance with company policies while fostering a safe work environment.

Qualifications

• At least 4 years of experience preferably in the trucking industry.
• Experience in a technical role related to heavy vehicles.
• Ability to handle customer cases effectively.

Responsibilities

• Coordinate customer-initiated cases according to the handling process.
• Assist workshops in providing guarantees of payment.
• Maintain communication with customers and updating them on progress.
• Comply with company policies and ensure safe work practices.

Skills

Technical experience in heavy vehicles

Very good verbal and written English

Commercial orientation

IT knowledge

Case handling process understanding

Education

3 year college degree

Job description

Job Responsibilities

Coordinate customer initiated cases according to the case handling process.

• Independently and simultaneously coordinate vehicle/engine related cases reported to Scania Assistance
• Administrate Scania Assistance cases from first customer call/contact to closing of a case according to standards, guidelines and manuals and to a positive and accepted solution for the customer
• Analyse and direct new customer requests to the most appropriate Scania workshop for intervention.
• On behalf of the customer home dealer provide a guarantee of payment (GOP) to the repairing workshop
• Assist the repairing workshop to fulfil his assignment within the limit of the provided GOP
• Continuously inform and keep all parties including the customer updated on the progress of a case
• According to standards and guidelines continuously update the emergency case handling system (SES) including keeping the log updated
• Report to the Supervisor in case of quality problems in the breakdown service as per the service failure routine and with the view to help the service network to improve on respective markets
• Take calls on the SECC line and administrate according to instructions (only Södertälje)
• Take responsibility for understanding the entire Scania Assistance process from customer contact/call to workshop invoice paid
• Promote and live Scania’s Core Values of Respect for the Individual, Customer First, Elimination of waste, Determination, Team spirit and Integrity
• Comply with Company policies and procedures, including the completion of documents and records.
• Foster and promote a safe and healthy work environment maintaining safe work practices at all time and

Improve work according to the Scania Way (SRS).

• Be part of the improvement work within the Case handling process with the vision of working in a common way at all the Scania Assistance Centre globally.
• Actively participate in Scania Assistance improvement work in accordance with SRS methods.

Interfaces

• Scania Assistance Centres
• Business Units
• Dealers and Workshops
• Scania Assistance head office

Desirables experience and qualifications

• 3 year college preferably with a commercial orientation
• Minimum 4 years work experience preferably from the trucking or equivalent industry
• Experience in a technical role from the heavy vehicle or equivalent industry
• Very good verbal and written knowledge in (relevant languages)
• Very good verbal and written knowledge in English
• Good IT knowledge and experience.

* 12 hours shift rotation with 4 days work and 4 days off